Customer Experience Director for Luxury, Premium & Hospitality Brands Global luxury customer experience, service and operations director with a track record of success in providing superior service, client satisfaction and increased revenue through innovative customer experiences; effective in inspiring employees in new vision through hands-on leadership. Passionate about service excellence and engagement. Signature Strengths
Customer Relations & Engagement Commitment to Operational Excellence Change Management Leadership Exceptional Customer Experience Culture and Business Transformation Team Empowerment & Engagement Performance & Quality Improvement Staff Training, Mentoring & Development High Performance Expectations Professional Experience
ALBATROSS Managing Director, CX New Americas York, NY Senior executive at leading luxury client experience agency part of 2017- the Customer Present Experience Group; responsible for all North & South America client relationships, operations and business development; 2018 Americas revenue of $1.65 million; team of 15 in New York and Sao Paulo.
§ Drove EBITDA increase in the Americas from 16% in 2017 to 31% in 2018 and Gross Margin from 66% in 2017 to 75% in 2018. Turnover increased by 14% from 2017 to 2018.
§ Completed Q1 2019 Americas` operations at 144% of Q1 2018 through dynamic and hands-on leadership.
§ Selected by Executive Committee to deploy revamped cross-agency client experience program for luxury fashion brand in North America; conducted bi-weekly, in-person coaching for store teams and regional executives; pilot boutiques increased 2018 YTD sales by 50.1% and 50.7%.
§ Piloted high-jewelry client experience benchmark program for luxury brand client; first of its kind program
§ Results achieved by driving and guiding Operations and CRM teams, holding staff accountable to very high standards of excellence in serving over 35 client brands.
§ New team member (management level) selected for company-wide Employee of the Month Award; employee recognized in his first 6 months. Award winners selected by Executive Committee from 17 offices. BLOOMINGDALE’S Manager of Mobile Luxury New York, Customer NY Experience Team: Department Executive responsible for Bloomingdale’s 2016 - 2017 Ambassadors providing customer assistance at Bloomingdale’s Flagship Store in Manhattan for; Team of ~30.
§ Played a direct contributor role in achieving 62.5% NPS within 1 year of joining the company; a first-ever in the history of the flagship store – following years of scores hovering in the mid-50s.
§ Exceeded credit card application goals consecutively for 12 months, surpassing goal by 116%.
§ Selected as Division Captain for customer charitable campaign (October 2016) and surpassed divisional enrollment goal by 110%
§ Results achieved by instilling a new culture committed to service, holding staff accountable to very high standards of excellence in serving >15,000 customers daily, and by introducing innovative training focused on changing behaviors.
§ Pioneered, solely developed and deployed a Luxury Customer Experience & Behavioral Training. Training highly successful and adopted across all 5 divisional departments, ~100 employees Continued ... SUZANNE FAWZI, MBA 201-***-**** email@example.com AMERICAN General Manager: CRUISE Senior-LINES level USA officer Headquartered responsible for in Guilford, directing CT multiple departments and overseeing ~25 crew staff. 2015 Manage a $25K Food & Alcohol budget per 7-10 day cruise.
§ Designed and ensured memorable luxury guest experiences and overall satisfaction for >3,000 customers annually. Sharpened focus on all areas of operations, start-to-finish touch points, anything/everything that would be impacting customers’ experience; managed all aspects of customer service and day-to-day operation/management.
§ Attained weekly sales and re-booking goals of $100,000 for future cruises by leading and inspiring crew’s efforts in ensuring customers delighted in their travel experience. MARRIOTT INTERNATIONAL Washington, DC 2010-2011
Operations Supervisor – Food & Beverage Division: Promoted to lead operations, overseeing day-to-day operations and service delivery for a Full-Service Restaurant, Room Service, Bar and Coffee Shop; comprised of 35 staff in a 600 room property.
§ Mobilized a 35+-employee cross-functional operation; stuck at 100th ranking – to achieve 12th ranking in Guest Satisfaction Scores for Room Service (out of 315 locations nationwide) within 6-9 months.
- Pinpointed problematic areas and addressed immediately. Rolled out workflow and process improvements across all areas of operations; deployed training on customer-facing communications and expectations.
§ Drove dedication, commitment and momentum to achieve operational and service excellence. Posted weekly guest satisfaction scores and ranking; drove teamwork and collaboration across cross-functional teams; excited and engaged staff in the new vision; incentivized for performance by building out contest and reward programs/initiatives.
§ Overhauled ad hoc processes, inventory tracking and operational systems. Maximized labor productivity and efficiency by restructuring department scheduling. Education and Professional Development
MBA & Certificate in Luxury Strategy and Global Management Leadership 2012-2014 HEC PARIS SCHOOL OF MANAGEMENT
Vice, President of HEC MBA Luxury Club
Brand Management & Strategic Consulting Projects (as a member of a 5-person project team) while at HEC:
§ Mercier Champagne (LVMH): Worked directly with the Luxury and Wine and Spirits Club marketing and branding teams, as member of a project team. Brainstormed ideas to re-launch an underperforming brand that had great potential, devising strategy to drive brand loyalty and engagement across targeted regional markets. Conducted customer research.
§ Ritz-Carlton: Conducted futures analysis and defined new product development strategy.
§ Fendi (LVMH): Defined product launch strategy for new fragrance, including campaign and channel distribution.
§ Hermès: Devised Omni-channel retailing strategy recommendations for expansion into China. B.A. in International Relations, Phi Beta Kappa (top 10% of graduating class) 2003-2007 JOHNS HOPKINS UNIVERSITY, Baltimore, MD
Languages – English (native), French (fluent), Italian (beginner), Russian (beginner)